In 2014, a global leader in consumer electronics and home appliances was struggling with inefficiencies in their Polish logistics operations, and reached out to our contract logistics team to see how we could help.
The challenge
The customer was facing significant rates of product damage in their white goods distribution operations, leading to costly returns and decreased customer satisfaction. The company was seeking a partner who could handle the delicate nature of their large and bulky products – items such as fridges and washing machines – while improving operational efficiency.
With an initial 15,000 m2 of warehousing space, the company had ambitions to grow, but faced market pressures and needed flexibility in their supply chain. They required a partner capable of scaling operations, ensuring high-quality service, and addressing the operational challenges of peak season as well as being able to respond to their complex IT requirements for data integrations to facilitate e-commerce and direct to customer distribution via couriers.
The solution
The Ligentia Poland team is delivering a comprehensive logistics and warehousing solution that has addressed the customer’s key challenges and is delivering further value after ten years of partnership. Today, the solution we provide involves
Our team has worked hand in hand with the customer to define specialised handling processes for their large white goods, which account for 80-90% of the products we store. Ligentia has equipped the warehouses with custom racks, forklifts, and a robust Warehouse Management System (WMS), all operated by a dedicated workforce. By focusing on operational precision—such as careful unloading, storing, and repacking when needed—we have reduced the product damage rates significantly, addressing one of the customer’s core issues.
Another core benefit to the customer is the close collaboration we have demonstrated from a technology perspective over the course of our 10-year partnership. The IT integration between the customer’s internal systems and the WMS enables seamless inventory tracking. We’ve also collaborated on number of key technology projects, such as implementation of a new courier system, critical to the customer’s ecommerce and B2C distribution channels.
Our ability to scale resources during peak season continues to provide the customer with flexibility, ensuring they can meet fluctuating demand without compromising on service quality.
Our impact
The warehouses, managed entirely by the team at Ligentia, have become a cornerstone of the customer’s European supply chain, ensuring smooth logistics across several European countries, including Poland, Germany, France, Slovakia, and the Czech Republic. Our tailored contract logistics solution has led to a significant reduction in product damage, enhancing both the customer’s operational efficiency and reputation for high-quality service. The quality and precision of our service is measured through agreed KPIs, which we have consistently meet or exceed:
The expansion from 15,000 to 50,000 square meters of warehousing space was a testament to the strength of the partnership, enabling the company to meet growing demand without sacrificing quality. Ligentia’s close collaboration with the customer, particularly in IT integration and operational flexibility, helped secure a three-year contract extension, ensuring the partnership will continue until at least April 2027.
One of the key factors that both parties have particularly enjoyed is the longstanding relationship built on trust, quality, and shared goals. Ligentia has had the opportunity to focus on delivering a high-quality solution over the long term, working closely with the customer’s team to address labour challenges, optimise resources, and navigate fluctuating costs. The commitment to quality, both in operations and customer service, has resulted in a true partnership, and we look forward to continuing to enhance our solution as their business grows.